Computer Service
Computer Service, located in 74 Durham Center, helps Iowa State students, faculty, staff, and departments with a variety of hardware problems. Open weekdays from 8:00 am to 5:00 pm (normal semester hours) or 7:30 am to 4:00 pm (summer hours), you can contact Computer Service at 515-294-2218 or by email at
Charges
Service charges for repairs are based on labor and parts used. Labor is charged per hour with a minimum fee. The service fee for our file backup service depends on whether you choose the basic service or the advanced service.
Computer Service accepts personal checks and cash or can charge a U-Bill for service performed on personal items. Intramural Purchase Orders (IPOs) are accepted as payment for departmental service. Departments that use our services extensively are encouraged to establish standing IPOs to streamline this process.
Individual customers must bring their equipment to 74 Durham Center. Departmental clients may bring their equipment in, request free pickup and delivery service using our online form, or request an on-site visit (for a fee).
Basic Troubleshooting Questions
Answers to these questions can help the service area diagnose the problem with your computer or equipment.
- When did the problem first start?
- Has the system ever worked properly?
- What was the last thing done (to the system) prior to the failure?
- Is the issue intermittent or ongoing/constant?
- Are there any error messages? If so, what is/are the specific error messages?
- Has any (new) hardware been added to the system?
- Has any (new) software been added to the system (including downloads from the Internet)?
- Has anything changed with the system (e.g., has it been moved) since the issue presented itself?
- Has anyone else had access to the system?
- Are there any environmental factors that could be causing the issue?
- Have you done any troubleshooting on the system on your own?
- Have you checked cables for a tight fit, or attempted to power cycle the equipment?
Diagnosing the Problem
Your computer can be most efficiently repaired by Computer Service when you provide as much detailed information about your computer's problem as possible. This includes listing the programs that were running when the problem occurred, as well as any error messages that appeared on the screen. It is preferred that system passwords be cleared or disabled, if possible, prior to bringing equipment to our facility.
Advanced Configurations and Networking Support
Computer Service handles problems related to configuration and networking. We can set up a client's network to communicate via Ethernet (available on campus) or via modem.
Students who wish to connect to the campus network should contact the Student Network Access Program (SNAP) team through the Solution Center, 195 Durham Center, 515-294-4000. The SNAP team is partially funded through student computer fees and helps students get connected at no charge.
Warranty Service/Vendor Partnerships
Computer Service is authorized to perform in-warranty and out-of-warranty service on Apple computers, Dell computers and laser printers, HP LaserJets, and some DeskJet printers. More details are listed below by vendor. All other services, including any repairs not covered by warranty, will be charged at the standard labor rate plus parts and materials.
We can also evaluate, recommend, and install peripheral cards and drives into the supported brands mentioned below. We offer memory installation and a personal file backup service for any brand of machine.
Apple Computers
Apple currently reimburses the labor charges for all warranty-covered repairs; there is no charge for standard warranty service on Apple computers.
Dell Computers
Beginning July 1, 2009, there is a facilitation fee of $26 on privately-owned Dell machines for which warranty repair is requested. The facilitation fee offsets costs not reimbursed by Dell for warranty work, including diagnosis, check-in, ordering and receiving parts, parts installation, testing, and followup with the customer.
Dell does not provide labor reimbursement on items they deem "user-installable" (e.g., AC cords and adapters, batteries, mice, port replicators, docking stations, desktop monitors, and in most cases, keyboards, optical drives, hard drives, memory, wireless cards, and minor case plastics).
Labor reimbursements for "non-user-installable" items are dependent on the model of machine and the type of warranty purchased with it. (Non-user-installable items typically include motherboards, video cards, processors, heatsinks, LCD panels, and major case parts.) Computer Service will charge standard labor rates on repairs of consumer-model machines when parts are covered by the warranty but labor is not.
We recommend that you carefully read the warranty (if any) for the computer you are purchasing. Typically, an enterprise-level computer includes a more comprehensive warranty than a consumer-model computer.
To avoid labor-related charges on warranty work, customers may contact Dell directly for assistance in diagnosing their problem. Based on the diagnosis, Dell with ship "user-replaceable" parts and a return label, or provide instructions on how to send the machine to Dell for repair.
MPC (formerly Gateway Professional) Computers
Warranty service is no longer available on MPC/Gateway systems but we continue to offer out-of-warranty service, contingent on availability of parts from third-party vendors. The service fee includes the costs of parts and labor.
Dell Laser Printers
Computer Service offers in-warranty repair service of Dell laser printers. Customers must contact Dell directly for any inkjet printer issues.
HP LaserJet Printers
Computer Service offers both in-warranty and out-of-warranty repair service on most HP LaserJet printers. For a $26 fee, we can also facilitate the repair of in-warranty HP scanners and inkjet printers.
Optimizing Service Response Time
Many and unpredictable problems can occur with hardware and software. We urge you to back up your data frequently, especially before bringing your equipment in for service. In the event that your hard drive requires reloading or replacement, having regular backups of your files greatly reduces the potential for lost data and enables us to service your machine more quickly. In the event that you will need us to reload your Operating System or device drivers, we ask that you bring in the appropriate documentation and installation media.
If you have questions, please contact us at 515-294-2218 or by email at
